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The document outlines the structure and functionalities of a Help Desk System, detailing user roles such as Students, Faculty Members, IT Support Staff, and Admins, along with their respective modules and requirements. It includes use case, entity relationship, and class diagrams to illustrate the interactions and data relationships within the system. The design emphasizes clear responsibilities for each user role, promoting maintainability and scalability.

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7 views4 pages

Random 2

The document outlines the structure and functionalities of a Help Desk System, detailing user roles such as Students, Faculty Members, IT Support Staff, and Admins, along with their respective modules and requirements. It includes use case, entity relationship, and class diagrams to illustrate the interactions and data relationships within the system. The design emphasizes clear responsibilities for each user role, promoting maintainability and scalability.

Uploaded by

Boi xDDD
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
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Download as PDF, TXT or read online on Scribd
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PROFESSIONAL ELECTIVE (SYSTEM ANALYSIS AND DESIGN) - MIDTERM EXAM

NAME: Sunga, Heiroll Iane M.


SECTION: UCOS 3-2

TAKE NOTE: Please ERASE the ITALICIZED guides as you submit this document. DO NOT
ITALICIZE your inputs.

I. SCOPE

A. USER ROLES

USER ROLE DESCRIPTION

Student Regular users who submit help desk


tickets (queries/issues).

Faculty Member Teaching staff who may also submit


help desk tickets.

IT Support Staff Handles the submitted tickets and


provides technical support.

Admin Oversees the whole system, manages


accounts, and monitors ticket
statuses.

B. USER ROLES AND MODULES

USER ROLE MODULES

Student ● Submit new tickets


● View ticket status
● Add more info to open tickets

Faculty Member
● Submit new tickets
● View ticket status
● Add more info to open
tickets
IT Support Staff
● View and respond to
tickets
● Assign tickets
● Mark tickets as resolved

Admin
● Manage user accounts
● View all tickets and
statistics
● Assign staff
● Reports

C. REQUIREMENTS PER MODULE

MODULE REQUIREMENTS

Submit Ticket ● Users can submit tickets with a title,


description, and category.
● Optional file upload.

View Ticket Status ● Users can track ticket status (open,


in-progress, resolved).

Respond to Ticket
● IT support staff can reply to tickets.
● Replies are visible to the ticket
creator.

Assign Tickets
● IT support can assign themselves or others to a
ticket.
● Admin can assign tickets as well.

Mark as Resolved ● Support staff can close tickets once


resolved.
● Users can rate or give feedback on
response.

Manage Accounts ● Admins can add, edit, or deactivate


user accounts.

Generate Reports ● Admins can generate reports of


ticket statistics (number of tickets,
response time, etc).
II. USE CASE DIAGRAM

This use case diagram shows the main activities of each role. Students and faculty can
submit and view tickets. IT Support can manage and respond to tickets. Admin has full
control over users and ticket data, including generating reports.

III. ENTITY RELATIONSHIP DIAGRAM

The ER diagram shows how data is related. Users can create multiple tickets. Each
ticket may have many replies. Tickets are assigned to a support staff member. Admins
manage users and generate reports from ticket data.
IV. CLASS DIAGRAM

The class diagram for the Help Desk System is designed to separate responsibilities
across different user roles and functionalities. The User class manages user actions like
ticket submission and status tracking. The Ticket class handles the details and status
updates of submitted tickets, while the Reply class records responses from support
staff. The Admin class oversees user management, report generation, and ticket
assignments, while the SupportStaff class manages the resolution of tickets. This
structure follows the Single Responsibility Principle, ensuring each class has a clear
and focused purpose, promoting maintainability and scalability.

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